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Trusted voices
Stories from doctors and patients who trust Magicine Pharma for quality care.
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Your health journey matters to us — every order, every delivery.
“THANKS FOR CHOOSING US”
We Bring Care to Health.
Magicine pharma is India's leading digital healthcare platform. From doctor consultations on chat to online pharmacy and lab tests at home: we have it all covered for you. Having delivered over 25 million orders in 1000+ cities till date, we are on a mission to bring "care" to "health" to give you a flawless healthcare experience.
Magicine pharma is India's leading online chemist with over 2 lakh medicines available at the best prices. We are your one-stop destination for other healthcare products as well, such as over the counter pharmaceuticals, healthcare devices and homeopathy and ayurveda medicines.
At magicine pharma, our goal is to make healthcare understandable, accessible and affordable in India. We set out on our journey in 2015, and have come a long way since.
Magicine pharma is India's leading digital healthcare platform, where you can buy medicines online with discount. Buy medicine online in Delhi, Mumbai, Bangalore, Hyderabad, Pune, Gurgaon, Noida, Kolkata, Chennai, Ahmedabad, Lucknow and around a 1000 more cities. Besides delivering your online medicine order at your doorstep, we provide accurate, authoritative & trustworthy information on medicines and help people use their medicines effectively and safely.
Stay Healthy!
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Home / Customer Support Policy
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We are committed to providing exceptional support to ensure your experience with Magicine Pharma is seamless and satisfactory.
Last Updated: January 1, 2024
At Magicine Pharma, we believe that exceptional customer support is the foundation of trust in healthcare. We are committed to providing you with timely, accurate, and compassionate assistance for all your queries, concerns, and feedback. Our support team is trained to handle pharmaceutical inquiries with the utmost care and professionalism.
Whether you need help with placing an order, tracking a shipment, understanding your medication, or resolving an issue, we are here for you every step of the way.
You can reach our customer support team through multiple channels:
support@magicinepharma.com
Response within 24 hours
+91 11 4160 3130
9 AM - 6 PM IST, Mon-Sat
Available on Website
Instant response during hours
+91 XXXXXXXXXX
Text for quick support
| Support Channel | Availability | Response Time |
|---|---|---|
| Phone Support | Mon-Sat, 9:00 AM - 6:00 PM IST | Immediate |
| Live Chat | Mon-Sat, 9:00 AM - 8:00 PM IST | < 2 minutes |
| Email Support | 24/7 (Responses during business hours) | Within 24 hours |
| Mon-Sat, 10:00 AM - 5:00 PM IST | Within 2-4 hours |
Note: Our support team observes all major national holidays. Queries received on Sundays or holidays will be addressed on the next business day.
If your issue is not resolved to your satisfaction, you may escalate it to higher levels of support:
Initial point of contact for all queries. Response within 24 hours or immediately via phone/chat.
Contact: support@magicinepharma.com | +91 11 4160 3130
For complex issues or if L1 cannot resolve within 48 hours. Handles order escalations and refund disputes.
Contact: escalations@magicinepharma.com | Response within 24 hours
For unresolved complaints, serious issues, or compensation requests. Final escalation before management.
Contact: manager@magicinepharma.com | Response within 48 hours
For legal complaints and serious grievances. As per the Consumer Protection Act, 2019.
Contact: grievance@magicinepharma.com | Response within 7 days
We are committed to providing timely responses to all customer inquiries:
| Inquiry Type | First Response | Resolution Target |
|---|---|---|
| General Questions | Within 12 hours | 1-2 business days |
| Order Status | Within 6 hours | Within 24 hours |
| Prescription Issues | Within 24 hours | 1-2 business days |
| Returns & Refunds | Within 24 hours | 3-5 business days |
| Complaints | Within 48 hours | 5-7 business days |
A: You can upload your prescription during checkout or in your account dashboard. Accepted formats: JPG, PNG, PDF. You can also email it to prescriptions@magicinepharma.com with your order number.
A: If your prescription changes after ordering, please contact us immediately. If the order hasn't been shipped, we can cancel and refund. If shipped, you'll need to follow our return policy.
A: Please have your order number, full name, registered email/phone number, and a clear description of your issue ready. For product issues, have photos/videos available.
A: No, we do not provide medical advice. Please consult your healthcare provider for all medical decisions, including medication changes, side effects, or treatment plans.
A: Yes, when you email us, you will receive an automated ticket number. You can reference this number for follow-ups. For phone and chat inquiries, a reference number will be provided.
A: You can escalate your issue to the next level as per our escalation matrix. You may also file a complaint with the relevant regulatory authority if needed.
We take customer feedback seriously and continuously work to improve our support services:
If you would like to provide feedback about your support experience, please email feedback@magicinepharma.com
When you contact our support team, we may need to access your account information to assist you effectively. We are committed to protecting your privacy:
For more details, please review our Privacy Policy.
In accordance with the Consumer Protection Act, 2019 and applicable e-commerce regulations, the following individual has been designated as the Grievance Officer for customer complaints:
Mr. [Grievance Officer Name]
Designation: [Designation, e.g., Customer Support Manager]
Email: grievance@magicinepharma.com
Phone: +91 11 4160 3130
Address: Magicine Pharma Pvt. Ltd. C-107, 2B 2nd Floor, Naraina Industrial Area Phase 1, New Delhi-110028
The Grievance Officer will acknowledge your complaint within 48 hours and strive to resolve it within 30 days from the date of receipt.
Magicine Pharma - Customer Support
General Support: support@magicinepharma.com
Returns & Refunds: returns@magicinepharma.com
Prescriptions: prescriptions@magicinepharma.com
Escalations: escalations@magicinepharma.com
Grievance: grievance@magicinepharma.com
Phone: +91 11 4160 3130
Address: Magicine Pharma Pvt. Ltd. C-107, 2B 2nd Floor, Naraina Industrial Area Phase 1, New Delhi-110028
We look forward to serving you and ensuring your experience with Magicine Pharma is nothing short of excellent.
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